Admin Section

The Admin section of the application provides the functionality to manage user permissions, account features, customize labels, and superbills, and automate controls for real-time tools.

The following help pages are supported by the current version of CollaborateMD. Please follow the curriculum outline to receive the proper training associated with this section.


Button Overview

Below you will find a description of the buttons located within the Customers tab of the Admin section:
  • Refresh: Selecting this option will refresh your list of customers.
  • Clear: Selecting this option will clear your list of customers.
  • Add User: Selecting this option will allow you to add a new user.
  • Edit User: Selecting this option will allow you to edit a user.
  • Reset Password: Selecting this option will allow you to reset a user's password.
  • Mail User: Selecting this option will allow you to message a user through CMD messaging. 
  • Unlock User: Selecting this option will allow you to unlock a user.

The Account Management section allows Authorized Representatives (Auth Reps) to make specific requests concerning their account. It also allows Admins & Auth Reps to view high level information (i.e. account name, number and owner) as well as manage users, user roles, and customer accounts.

Account Information

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Only Auth Reps can make changes and request within the Account Information tab. If you don't have an Auth Rep on your account, please contact the Accounting Department for assistance. 

Request Account Name Change

Follow the instructions below to request account name change:

  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Account Information sub-tab.
  4. Click on the Request Account Name Change link.
  5. Once the first Request Account Name Change window is displayed, enter the following required information:
    • New Account Name
    • New Account Phone Number
    • New Account Email Address
  6. Once you have entered the required fields, click on the Next button.
  7. When the second Request Account Name Change window is displayed, read the instructions and check the box confirming you understand and agree to adhere to the instructions.
  8. Click on the Previous button to return to the previous window or click on the Next button to proceed with the request.
  9. When the third Request Account Name Change window is displayed, click on the Customer Software Agreement and the Business Associate Agreement links to read the terms and conditions of the agreements.
  10. Once you have fully read and understood the Customer Software Agreement and the Business Associate Agreement, check the boxes confirming you understand and agree to the terms and conditions of the agreements.
  11. Click on the Submit button.
Important: Legal documentation must be provided in order for CollaborateMD to process your request.  If the required fields and/or confirmation check boxes are not completely filled out, CollaborateMD will be unable to process the request. 

Request Ownership Change

Follow the instructions below to request to change the owner of the account:

  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Account Information sub-tab.
  4. Click on the Request Ownership Change link.
  5. Once the first Request Ownership Change window is displayed, enter following required information:
    • New Owner First Name
    • New Owner Last Name
    • New Owner Phone Number
    • New Owner Email Address
  6. Once you have entered the required fields, click on the Next button.
  7. When the second Request Ownership Change window is displayed, read the instructions and check the box confirming you understand and agree to adhere to the instructions.
  8. Click on the Previous button to return to the previous window or click on the Next button to proceed with the request.
  9. When the third Request Ownership Change window is displayed, click on the Customer Software Agreement and the Business Associate Agreement links to read the terms and conditions of the agreements.
  10. Once you have fully read and understood the Customer Software Agreement and the Business Associate Agreement, check the boxes confirming you understand and agree to the terms and conditions of the agreements.
  11. Click on the Submit button.

Important: Legal documentation must be provided in order for CollaborateMD to process your request. If the required fields and/or confirmation check boxes are not completely filled out, CollaborateMD will be unable to process the request.


Edit Address

Follow the instructions below to edit the account contact address:

  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Account Information sub-tab.
  4. Click on the Edit Address link.
  5. Once the edit window is displayed, make the necessary edits.
  6. Once you are satisfied with your changes, click on the Save Address link to save your changes or click on the Cancel link if you do not want to save your changes.

Important: If the required fields and/or confirmation check boxes are not completely filled out, CollaborateMD will be unable to process the request.

Request Credit

Follow the instructions below to request an account credit:

  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Account Information sub-tab.
  4. Click on the Request Credit link.
  5. When the Request Credit window is displayed, read the statement and check the box confirming you understand and agree with the statement.
  6. Enter the invoice number you are referring to in the Invoice # field. Note: Requests must be made within 30 days of the date of the invoice.
  7. Enter the Amount of the credit you are requesting.
  8. In the Reason for Credit Request field, type a brief description of why you are requesting this credit.
  9. Click on the Submit button.

Important: Completing this request does not guarantee a credit on the account. The information provided will be forwarded to the Credit Team for an in-depth review. If the required fields and/or confirmation check boxes are not completely filled out, CollaborateMD will be unable to process the request. All other requests will be processed within 3 - 5 business days. 


Request Payment Extension

Follow the instructions below to request a payment extension:

  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Account Information sub-tab.
  4. Click on the Request Payment Extension link.
  5. When the Request Payment Extension window is displayed, read the statements and check the box confirming you understand and agree with the statements.
  6. Enter the invoice number you are requesting the extension for, in the Invoice # field.
  7. Enter the date you are requesting to extend your payment till in the Extension Date field.
  8. Click on the Submit button.

ImportantCompleting this request does not guarantee an extension on the account. Please be aware payment is due by 4:00 PM (Eastern Standard Time) on the extension date to avoid account suspension. The extension date cannot fall on a weekend or holiday. Payment cannot extend beyond 15 days past the original due date.  If the required fields and/or confirmation check boxes are not completely filled out, CollaborateMD will be unable to process the request.

Request to Close Customer(s) under the Main Account

Important: Please note that your request to close the selected customer(s) will be processed within 1-2 business days. Note: You cannot be logged into the customer you want to close to perform this action. The customer account that you are currently logged into will not show as an option for closure. Follow the steps to Switch Accounts before continuing. 

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  • Document Imaging files will be permanently deleted after 90 days of closure
  • Mailbox Files will be permanently deleted after 180 days of closure. Mailbox files are defined as Clearinghouse or Payer Generated files and include:
    • Clearinghouse Reports (CA, EC)
    • Payer Reports (RE, RR, SR, SE, etc.)
    • Remittance Files (R5)
Prior to submitting this request, please take time to collect any applicable information required by your business. This can be completed by running and printing/exporting applicable reports or by requesting a Data Snapshot. Please make sure you are securely storing your files based on your internal processes and policies regarding HIPAA and ePHI. 

Follow the instructions below to request to close customer(s) under the main account:

  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Account Information sub-tab.
  4. Click on the Request to Close Customer(s) under the Main Account link.
  5. Once the Request to Close Customer(s) under the Main Account window is displayed, read through the information and click Continue.
  6. Select the customer(s) you are requesting to be closed.
  7. Click on the Submit button.

Request to Reopen Customer(s) under the Main Account

Important: Please note that your request to reopen the selected customer(s) will be processed within 1-2 business days.

Follow the instructions below to request to close your main account:

Go to the Admin section. 

  1. Click on the Account Management tab.
  2. Click on the Account Information sub-tab.
  3. Click on the Request to Reopen Customer(s) under the Main Account link.
  4. Once the Request to Reopen Customer(s) under the Main Account window is displayed, read through the information and click Continue
  5. Select the customer(s) you are requesting to be reopened.
  6. Click the Submit button.

Request to Close Main Account

Important: Please note that the close main account request must be received prior to the end of the last month you wish to closure to be effective. Account closures are processed and completed at 4:00 PM (Eastern Standard Time) on the last day of each month. Please be advised that a final monthly invoice payment is still your responsibility. The final invoice will be due upon closure of the account and are not prorated. 

Once an account is closed there is no access for any users. Should account access be required in the future, there is a reactivation fee. Click here to learn more about our Reactivation process. 

For more information related to Accounting and Closing your Main Account, please visit the Accounting Agreement

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  • Document Imaging files will be permanently deleted after 90 days of closure
  • Mailbox Files will be permanently deleted after 180 days of closure. Mailbox files are defined as Clearinghouse or Payer Generated files and include:
    • Clearinghouse Reports (CA, EC)
    • Payer Reports (RE, RR, SR, SE, etc.)
    • Remittance Files (R5)
Prior to submitting this request, please take time to collect any applicable information required by your business. This can be completed by running and printing/exporting applicable reports or by requesting a Data Snapshot. Please make sure you are securely storing your files based on your internal processes and policies regarding HIPAA and ePHI.

Follow the instructions below to request to close your main account:

  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Account Information sub-tab.
  4. Click on the Request to Close Main Account link.
  5. Once the Request to Close Main Account window is displayed, read the information and click Continue.
  6. Enter a brief description of why you are requesting to close your account.
  7. Click the Submit button.

Request to Reactivate Closed Main Account

If your Main Account is closed and you wish to reactivate your account, the Owner/Authorized Rep must log into CollaborateMD and follow the steps found here

ImportantThe account will be responsible for a reactivation fee as well as any past due balances on the account (if applicable). For details regarding the fees please contact accounting. 


Request Executed Copy of Business Associate Agreement (BAA)

Important:  Please note that your request will be processed within 1-2 business days.

  1. Follow the instructions below to request an executed copy of the Business Associate Agreement:
  2. Go to the Admin section. 
  3. Click on the Account Management tab.
  4. Click on the Account Information sub-tab.
  5. Click on the Request Executed Copy of Business Associate Agreement (BAA) link.
  6. Once the dialog window is displayed, read the information and click on the Send Request button.

Request Executed Copy of Customer Software Agreement (CSA)

Important:  Please note that your request will be processed within 1-2 business days.

  1. Follow the instructions below to request an executed copy of the Customer Software Agreement:
  2. Go to the Admin section. 
  3. Click on the Account Management tab.
  4. Click on the Account Information sub-tab.
  5. Click on the Request Executed Copy of Customer Software Agreement (CSA) link.
  6. Once the dialog window is displayed, read the information and click on the Send Request button.

Application Co-Branding

Are you looking for a way to establish credibility with your clients or patients? Represent your company visually throughout the application or on our reports using our Application Branding service. Application branding can help you build and enhance your brand loyalty as well as extend your reach into other markets to increase your sales. In addition, you can benefit from brand recognition using CollaborateMD as your trusted software provider. Visit our website for pricing information.


We offer two styles of co-branding:

  • Full Branding displays your account logo in the banner of the application, where the CollaborateMD logo is displayed, followed by  “Powered by CollaborateMD”.

  • Report Only Branding displays your account logo on the top left of any report exported from the Report Viewer, followed by “Powered by CollaborateMD”.


Auth Reps can get started in just four easy steps!

 

Step 1: Enable application branding.

Step 2: Email your logo to accounting@collaboratemd.com.

Step 3: Collaborate with our design team to create your co-branding logo.

Step 4: Once you approved your logo, it will be applied to your account within 10 business days.

Enable Application Co-Branding

 

  1. Go to the Admin section

  2. Click on the Account Management tab

  3. Click on the Account Information sub-tab

  4. Under Other Account Request, click Request to Brand the Application

  5. When the window opens, select from one of the following options :

    • Enable overall application branding (includes report branding): Selecting this option will display your account logo in the banner of the application, where the CollaborateMD logo is displayed, followed by  “Powered by CollaborateMD

    • Enable report branding only: Selecting this option will display your account logo on the top left of any report exported from the Report Viewer

  6. Click Save

  7. Email one company logo to accounting@collaboratemd.com with the following information:

    • Main Point of Contact Name

    • Main Point of Contact Phone Number

    • Main Point of Contact Email Address

    • One company logo (see logo requirements below)

      • The logo must contain a transparent or white background.

      • Minimum size width of the logo should never be less than 800px.

      • Supported file formats are AI, EPS, PNG, and Gif.

Note: Failure to provide a logo per these requirements will delay your application branding go-live date.

 

What’s Next?

After we receive your application branding request, a member from our design team will contact you within two (2) business days to partner with you on developing your co-branding logo. Once approved, the design team will proceed with incorporating your logo into your account which can take up to 10 business days after you have approved the logo.


Important Things to Know:

 

  1. The cost of application branding can be found on our website. You will be charged the monthly cost of this service starting on the first of the next month that it’s effective. For example, if you enable the service on April 20th, it will become effective on May 1st and you will see this service on your June 1st invoice.

  2. Application branding is applied to all customers within the account and cannot be limited or customized per customer.

  3. CollaborateMD will allow up to three (3) revisions of the logo prior to your approval. There will be an additional fee of $150.00 for every change thereafter.

Cancel or Disable Application Co-Branding

Auth Reps can cancel application branding before the co-branding is effective. Requesting and then canceling before the branding is effective will prevent you from incurring any cost associated with this service.


To cancel application branding:

  1. Go to the Admin section

  2. Click on the Account Management tab

  3. Click on the Account Information sub-tab

  4. Under Other Account Request, click Cancel Request to Brand the Application

  5. When the window opens, click Cancel Request

 

Note: If you don’t see the option called Cancel Request to Brand the Application, this means the service has already been implemented for your account and it cannot be canceled. If you wish to disable application branding, please reference the disabling application branding instructions below.


How To Disable Application Co-Branding

Auth Reps can disable application branding. If you no longer want to take advantage of our application branding feature please keep in mind that your account will be billed for the full month and the changes will take effect immediately for each user in your account the next time they log out and back in.

 

To disable application branding:

 

  1. Go to the Admin section

  2. Click on the Account Management tab

  3. Click on the Account Information sub-tab

  4. Under Other Account Request, click Modify or Disable Application Branding

  5. When the window opens, select Disable application branding

  6. Click Save

 

Note: Users will need to log out and then back in to have the change applied to their profile.


How To Change Application Co-Branding Logo

If you would like to change your co-branded logo after it's been implemented, a $150 change fee will be applied and up to three (3) revisions allowed. To move forward with changing the logo, please send an email to accounting@collaboratemd.com and include the following information:

 

  1. Account Name(s)

  2. Account Number(s)

  3. Main Point of Contact Name

  4. Main Point of Contact Phone Number

  5. Main Point of Contact Email Address

  6. Attach the updated logo to the email and title the email “Request to Modify Branding Logo”

Note: Failure to provide a logo per these requirements will delay your application branding go-live date.

 

What’s Next?

A CollaborateMD team member will contact you within two (2) business days to begin processing your request for payment.  In addition, they will notify our design team who will partner with you on developing your production logo. Once approved, the design team will proceed with incorporating your updated logo into your account which can take up to 10 business days after you have approved the logo.


Customers

The Customers section located under the Account Management tab of the Admin section, allows you to add and edit users, reset user passwords, set user permissions, establish groups, set access hours, set departments, and set user status. 

Note: If one or more of the outlined scenarios denoted below apply to your business, you will need to Add multiple Customers to your Main Account instead of having one Customer with multiple Practices:

  1. Separate Payment Portals are required for each unique Practice location. 
  2. There is a need to control user permissions based on each unique Practice location (Ex: User "janesmith" should not see any patient data under the East Practice location).
  3. Financial data must be kept separately and cannot be managed by running Reports separated by location.
  4. The Practice/Locations are not affiliated with each other. 

Add Customer

Click here for instructions on how to Add a Customer.

Note: The following message is sent when a new customer is added to a CMD account.
(This communication is only sent to Auth Reps and can be sent as either a CMD message or an email depending on the user’s communication preferences configuration.) 

Sample Message

Hello [Recipient First Name], 

The following Customer has been created within your CollaborateMD Account: [Customer Name]. Please log in to view details regarding this change or to request to close this customer if this change was made in error. 

If no Authorized Representative on the account initiated this request, please contact CollaborateMD Support. 

Sincerely,
Your CollaborateMD Team

Find Customers

Follow the instructions below to display your customers:

  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button.
  5. Use the drop-down next to the Clear button to select whether you want to display All, Open, or Closed customers. 
Note: Closed customers may be accessed in the event you need to view a patient record, run reports, post payments, and more. When viewing closed customers, services (e.g., eligibility checking, claim submission) will not be accessible. 

Clear Customers

Follow the instructions below to clear your customers:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Clear button.

Group Access Management

Admins and Auth Reps have the capability to manage which users have group access to a customer in a batch.

Follow the steps below to manage User Group Access:

  1. Go to the Admin section.
  2. Go to the Account Management tab and the Customers sub-tab.
  3. Click the Refresh button. 
  4. Click on the XX Users w/ Access-Edit button within the User Access column for the customer you wish to manage group access for. 
  5.  A new window will appear displaying a list of all your users. Note: By default, users that currently do not have access to customer account will be displayed first. Select from the following options to manage the User Group Access:
    • User Access: This column allows you select which users will or will not have access to the customer. Note: Auth Reps cannot be removed and users cannot be removed from their default customer.
    • Permissions: Click the drop down to specify each user’s permissions to the customer as either: 
    1. Deny All: This option will set all of the user’s permissions to Deny. 
    2. Based on Role: This option will allow you to choose a pre-determined Role to set the user’s permissions.  
    3. Copy from user’s default Customer account: This option will allow you to copy this user’s permissions from the user’s default customer account.
                    Note: Customization of individual permissions for the user within the customer can be done from within the Edit User screen.
  1. Click Save once you are satisfied with your changes.

Right Click Capabilities

Right-click capabilities will allow you to easily grant user access and permissions for one or multiple users at a time.

Follow the instructions below to view the right-click capabilities:

  1. Go to the Admin section.
  2. Go to the Account Management tab > Customers tab > and click on the Refresh button.
  3. Click on the Users w/ Access-Edit button within the User Access column for the customer you wish to manage group access for. 
  4. Right-click on a row and select any of the following options:
    • Set Permissions for Selected: Allows you to select the permissions for the selected username(s).
    • Set User Access for Selected: Allows you to Grant, Remove, or Reset the User Access for the selected username(s).
    • Select All Ctrl+A: Allows you to select all usernames at once. 

Managing Users Overview

Administrators and Authorized Representatives can perform common tasks such as adding, finding, editing, suspending and deleting users. This is also where you can come to reset user’s passwords, configure permissions, reset passwords and update contact information.

Getting Started

Here are a few important things you should know before getting started:
  1. Administrators and  Authorized Representatives can add users and there are no restrictions as to how many users you can add into CollaborateMD. 
  2. To remain HIPAA compliant, when adding users to practices or shared groups, it’s required that all users have their own username and password that they keep private.

Note:
This can be as simple as the users first and last name (ex. janedoe), first initial and last name (ex. jdoe) or first name and last initial. (ex. janed).

  1. To change a user’s Type from User to Admin or Authorized Rep please contact the current Auth Rep on the account to make the change. 
  2. Important: Usernames are denoted by all lowercases. New user’s access levels are defaulted to Deny. Administrators or Authorized Representatives are responsible for granting access levels to users via the Admin section of the application.
    • Usernames may not exceed 30 characters.
    • Have the following readily available:
    • Username 
    • First & Last Name
    • Title 
    • Phone Number 
    • Email Address 
    • Pen & Paper to write down their login credentials once saved.

Understanding your User Type

Administrator

As the Admin of CollaborateMD, you will have access to tools and features that allow you to maintain account settings and functions.

 These features are tabs located in the Admin section of the program. They include:

  • Customers: Allows you to add, find, edit, suspend, delete, and reset users passwords. As well as the creation of new customers.
  • Session: Allows you to view current or previous user sessions (including IP addresses). You can also end an active session.
  • Roles: Allows you to create and edit user roles. Roles define user permissions for managing your account. 
  • Locks: Allows you to see which user has a patient or provider, provider or reports locked and disable that lock if necessary.
  • Invoices: Allows you to access and view detailed invoices of your month’s transactions.  If you are a billing service this detailed invoice will be broken down by customer accounts for easy billing.
    • Note: The Access Level for Monthly Invoice must be set to Allowed in order to Admins to see information under this tab.

In addition to having access to these tabs, Administrators may also:

  • Add providers and request to have practices added.
  • Manage multiple customer accounts in the event you are associated with a Billing Service.
  • Enable/Disable features offered by CollaborateMD.

Authorized Representative

As the Authorized Representative you will have the same permissions and capabilities that an Administrator has, in addition to the following:
  • Services: Allows you to enable and purchases services.
  • Payments & Payment Profiles: Allows users to update their price plan, turn on and off features, and purchasing additional services within the application. 
Note: The following message is sent after a new Auth Rep is added to a CMD account or an existing user is upgraded to an Auth Rep.
(Note that this communication is only sent to Auth Reps and can be sent as either a CMD message or an email depending on the user’s communication preferences configuration.)
 
"Hello [Recipient First Name], 
The following user has been added as an Authorized Representative within your CollaborateMD Account: [Username]. Please log in to view details regarding this change or to update the user if this change was made in error. 
If no Authorized Representative on the account initiated this request, please contact CollaborateMD Support. 
Sincerely,
Your CollaborateMD Team"

Managing Users

Add New Users

Follow the instructions below to add a user:

Important: Ensure your Caps Lock is off. 
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer you would like to add the user to (if multiple customers exist).
  6. In the Users area, click the Add User button.
    1. Begin entering your user's credentials:
      • Username: The user will use this username to log into CollaborateMD. Note: Usernames cannot be changed once saved. If changes need to be made once saved, you can change the existing username Status to Deleted and Add a New User.
      • Last Name (recommended): The user's last name.
      • First Name (recommended): The user's first name.
      • Middle Initial: The user's middle initial.
      • Title: The user's title i.e. Front Desk, Office Manager, etc.
      • Phone 1 (Ext 1) (recommended): The user's first phone number followed by the extension.
      • Phone 2 (Ext 2) (recommended): The User's second phone number followed by the extension.
      • Email (recommended): The user's email address.
  7. Check the Send a welcome message check box to send the new user the New User Welcome Message upon logging into CollaborateMD. This message is intended to assist new users with the different resources that can be used to successfully utilize the CollaborateMD system.
Important: Click on the GroupsPermissionsHours, and Departments tab to continue configuring the user's profile. See the associated sections within this help page for more information. It is your responsibility to configure your users’ permissions as appropriate to their position and duties in the office.
  1. When you are satisfied with your changes, click the Save button to receive the new user's temporary password. 
Note: Passwords expire upon logging in. This means users will be forced to change their password when they log in for the first time. If you don't remember your password, please reference the Resetting User Passwords Help Page to generate a new temporary password.


Find Users

Follow the instructions below to find your users:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Use the column headers to sort the users by usernamefull name etc. Alternatively, you can use the Active drop down menu to filter by user status. 
  5. Once you've located the user you're looking for make the necessary changes and remember to click on the Save button when you are done. 

Change User Status

Follow the instructions below to change the status of a user from Active, Suspended or Deleted:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, find the user and click the Edit User button.
  7. When the edit user window opens, click on the Status drop-down menu and select the appropriate status. 

Understanding User Statuses

  • Active: Users with a status of Active are able to log into the CollaborateMD application and work in the areas where specific permissions have been granted. 
  • Suspended: Users with a status of Suspended are unable to log into the CollaborateMD application. User specific permissions are left at their current Access Level. 
  • Deleted: Users with a status of Deleted are unable to log into the CollaborateMD application and all user specific permissions are automatically set to the Access Level of Denied. 
Important: Suspending or Deleting a user does not immediately prohibit a user from accessing any section of CollaborateMD. The user's session must be killed to terminate any current log in or activity. 

Edit User

Follow the instructions below to edit a user:

Note: Existing Usernames cannot be changed. If changes need to be made, the existing username will need to be Deleted and a New User can be created. Please keep in mind that old Messages sent under the old username cannot be transferred to the new username and will be lost. 
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, find the user and click the Edit User button.
  7. Make the necessary changes and then click on the Save button when you're satisfied. 
Important: Only Auth Reps can change the User Type. 

Reset User Password

Follow the instructions below to reset a user's password:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer with the user whose password you would like to reset (if multiple customers exist).
  6. In the Users area, find the user and click the Reset Password buttonA confirmation message will appear.
  7. Select Yes to reset the password, or No to cancel.
You will be given a temporary password which will immediately expire after the user logs in. When the user logs in they will be prompted to change the password.

Mail User

Follow the instructions below to mail a user:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, find the user you would like to mail and click the Mail User button.
You will be taken to the Messaging section.
  1. Enter the subject and begin typing the message you would like to send.
  2. When you are satisfied with your changes, click on the Send button.

Unlock User

After 10 consecutive failed login attempts, user statuses will be changed to Locked. Only an Admin or Authorized Representative can unlock another user. 

Follow the instructions below to unlock a user:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, use the drop down next to the Unlock User button to display All or Locked users
  7. Select the user you would like to edit.
  8. Click the Unlock User button
The user is now unlocked.

Groups

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Groups are configured when a user needs access to multiple customer accounts. Users can access customer accounts using the Switch Accounts button within the System section. Please note, users that are associated with a Billing Service account tend to have access to multiple Groups. If you would like to associate multiple users with one or more groups, please view the Group Access Management information. 

Follow the instructions below to link a user to a Group:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, select the user you would like to edit.
  7. Click the Groups tab.
  8. Select the customer you want to grant the selected user access to by placing a check box into the Grant column.
  9. When you are satisfied with your changes, click on the Permissions tab to grant users permissions to certain sections of the application.

Un-link

Follow the instructions below to unlink a user from a Group:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, select the user you would like to edit.
  7. Click the Groups tab.
  8. Select the customer you want to unlink from this user by un-checking the checkbox displayed in the Grant column.
  9. When you are satisfied with your changes click on the Save button.

Permissions

Follow the instructions below to set your user's permissions:

  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, select the user you would like to edit. 
  7. Click on the Edit User button. 
  8. When the edit user window opens, click the Permissions tab.
  9. Select the group you wish to configure the selected user's permissions for by clicking on the Group drop down menu (if multiple groups exist).
Option 1: 
  1. Select the option to Set user permissions using a predefined role.
  2. Select the role of your choice.
  3. When you're satisfied with your changes, click the Save button.
Option 2: 
  1. Select the option to Set custom permissions
  2. Select the appropriate access levels within each section. Note: Hovering the mouse over the associated question mark will display information about each access level permission available. 
  3. When you are satisfied with your changes, click the Save button.
IMPORTANT: Once the user(s) permissions are configured, the user must log out and log back in for the changes to take effect.

Copy Permissions

Follow the instructions below to set your user's permissions:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, select the user you would like to edit. 
  7. Click on the Edit User button. 
  8. When the edit user window opens, click the Permissions tab.
  9. Click on the Permissions for <customer name> in Group drop-down menu and select the customer whose permission you want to copy. 
  10. Once the customer is selected, click on Copy permissions to another group. 
  11. When the dialog window opens select the groups you wish to copy permissions to. 
  12. Click on the Copy button when you're satisfied with your selections. 
  13. Click on the Save button when you're done. 

Show History

Admins & Auth Reps can easily track who has changed a users Permissions or Role for auditing purposes. 

Follow the instructions below to show the history set for a permission: 
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, select the user you would like to edit. 
  7. Click on the Edit User button. 
  8. When the edit user window opens, click the Permissions tab.
  9. Click on the Show History button. 
  10. Select the revision you want to review. 
  11. Once selected, you have the option to Revert to Historical Values or select Cancel to cancel your changes. 
Please note we retain the history indefinitely and all changes made will be displayed. There is no limit to what is shown based on the number of events or time that has passed.

Hours

For each User Profile, you can specify the hours when users can log in.  

NoteThe time zone drop down converts all of the start and end times displayed on the screen ahead or forward based on the selected time zone. This is so that the user can enter the start and end times without having to do the conversion in their head and potentially make a mistake. Once changes are saved all start and end times are stored in EST

Follow the instructions below to set users hours:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, select the user you would like to edit.
  7. Click on the Edit User button. 
  8. When the edit user window opens, click the Hours tab.
  9. Select the Time Zone the user will be on when logging in.
  10. Enter the days of the week and times of the day you want to allow your user access to CollaborateMD. 
  11. When you are satisfied with your changes, click the Save button.

Departments

Setting Department level access allows you to select which departments each user has access to in the Scheduler section of the application. Follow the instructions below to set users department access:

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Note: Department permissions will only work if the specific department has the "Enable department level access control" option selected in the Scheduler section. Click here to view how to enable this option. 
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, select the user you would like to edit.
  7. Click the Departments tab.
  8. Select the access level you want your user to have for each department. 
    • Full: Users may change, add, and save appointments associated to the department.
    • Read: Users may only view and search for appointments associated to the department.
    • None: Users are unable to view the department or the associated appointments.
  1. When you are satisfied with your changes, click the Save button.

Sessions

The sessions tab can be used to search for users currently logged into to a specific CollaborateMD customer account. In addition to searching for currently logged in users, you can terminate active user sessions and search for login sessions per user or customer number.


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By default, only the sessions for the customer you are currently logged into will be displayed unless you manually type the Customer # into the applicable field.

Find User Session

Follow the instructions below to find a user session.
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Sessions sub-tab.
  4. Enter your search criteria.
  5. Click Search.
The time that the user(s) logged in will be listed, as well as the IP Address they logged in from, the time they logged out or had their session expire. If they are still logged in, the Logged Out/Expired column will be blank. The checkboxes in the “Active” and “Expired” columns will show you at a glance which users are currently logged in or whose sessions timed out due to inactivity. 


Kill User Session

In the event, a user is currently logged into CollaborateMD and you wish to terminate their access, you can kill their session. If a user’s session is killed, when they attempt to perform an action in the application (e.g., opening a patient, running a report, etc.) they will receive a warning message stating their session has timed out due to inactivity. 

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Please be aware of the following:
  1. Sessions cannot be killed if the user has logged out or their session expired (see the Logged Out /Expired column). 
  2. Killing a user's session does not prevent them from logging back into CollaborateMD. When the warning message is received, they can simply re-enter their password to log back in. 
    • The only exception is if their username was set to deleted or suspended prior to killing their session.
  3. Terminating an employee? If the user is currently logged into CollaborateMD, change their status first and then kill their session.

To kill a users session:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Sessions sub-tab.
  4. Enter your search criteria and click Search.
  5. On the far left-hand side of the screen, check the box on the line that contains the session you wish to kill. Please note that if a session is not active, you will not be able to click on this checkbox.  
  6. Click the Kill Session button.

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Tip: Let’s say your CollaborateMD terminated unexpectedly (e.g. power outage). When you attempt to log back in, you receive a warning message stating you have two active sessions. Killing your previous session will eliminate the warning. 

Clear Session List

Follow the instructions below to clear the session list. 
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Sessions sub-tab.
  4. Click the Clear button.

Filter User Session Columns

Follow the instructions below to filter the user session columns. 
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Sessions sub-tab.
  4. Enter your search criteria.
  5. Select Search.
  6. Click the Columns button.
  7. Uncheck the columns you do not want to display.
  8. Click the Filter button.

Print User Session

Follow the instructions below to print a user session. 
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Sessions sub-tab.
  4. Enter your search criteria.
  5. Select Search.
  6. Click the Print button.

Roles

Roles are an easy and efficient way to manage permissions for groups of users that share similar responsibilities.

Create Role

Note: Creating roles is done at the account level. 

Follow the instructions below to create a role.
  1. Go to the Admin section.
  2. Click on the Account Management tab.
  3. Click on the Roles  sub-tab.
  4. Click the New Role button.
  5. Enter a Role Name.
Use the scroll bar to navigate to the sections of the application you want to grant users access to.
  1. When you are satisfied with your changes, click the Save button.

Assign User Role

Follow the instructions below to assign a user a role.
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, select the user you would like to edit.
  7. Click the Permissions tab.
  8. Select the group (if applicable) you wish to set permissions for.
  9. Select the option called Set permissions using a predefined role,  and then select the role of your choice.
  10. When satisfied with your changes, click the Save  button.

Copy Role

Follow the instructions below to assign a user a role:
  1. Go to the Admin section. 
  2. Click on the Account Management tab.
  3. Click on the Customers sub-tab.
  4. Select the Refresh button to display your customer(s).
  5. Select the customer the user is associated to (if multiple customers exist).
  6. In the Users area, select the user you would like to edit.
  7. Click the Permissions tab.
  8. Select Create a new role with these permissions.
  9. Enter a role name. 
  10. Make any changes if needed.
  11. When you are satisfied with your changes, click the Save button.

Edit Role

Follow the instructions below to edit a role.
  1. Go to the Admin section.
  2. Click Account Management tab.
  3. Click on the Roles sub-tab.
  4. Click Show All.
  5. Select the role you wish to make changes to.
  6. When you are satisfied with your changes, click the Save button.

Inactivate Role

Follow the instructions below to edit a role.
  1. Go to the Admin section.
  2. Click Account Managment tab.
  3. Click on the Roles sub-tab.
  4. Click Show All.
  5. Select the role you wish to make inactive.
  6. Click Make this role inactive. 
  7. When you are satisfied with your changes, click the Save button.

Show History

Admins & Auth Reps can easily track who has changed a Role's Permissions for auditing purposes

Follow the instructions below to show the history set for a permission.
  1. Go to the Admin section.
  2. Click Account Managment tab.
  3. Click on the Roles sub-tab.
  4. Click Show All.
  5. Select the role you wish to view.
  6. Click Show History. 
  7. Select the last edit you wish to view from the drop down list
    You will now see a Showing history as of ____(date) ____(time)
    There will now be a History Column next to your permissions.
    By selecting the More Info button, you can see who made the change and what change took place

    Note: If you wish to revert to how your Role was previously, you can do so by selecting the Revert to Historical Values Button